Senior Customer Relations Trainer, PSA

Collectors•Santa Ana, CA

11d•Onsite

About The Position

Collectors is seeking a Senior Customer Relations Training Specialist to join the PSA Customer Relations team, and assist the team with training-related needs. This includes the ability to organize, plan, document, and execute training sessions for all employees. You will work with people from various departments within Collectors; from Operations to Customer Relations, assist the Customer Relations team members that may need training or retraining. You will provide education and preparation for both existing and new staff and work directly with management to maintain consistency of the training content. This position will report to the Sr. Customer Relations Manager and work onsite at our Santa Ana, CA corporate headquarters.

Requirements

B.S. or B.A. preferred
2-4+ years of experience in a training environment required.
Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management.
Attendance must be reliable, and you must be flexible to occasionally cater to later shifts.
Strong computer skills (Gmail, Google Drive, Google Slides, etc.).
Proven work experience training others.
Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)
Strong planning, problem-solving, and project management skills.
Ability to stay organized and be detail-oriented.
Ability to present complex information to a variety of audiences.
Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.
Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.
Hand Use: Regular hand use for various tasks.
Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.
Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.
Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
Candidates must be authorized to work in the United States.

Responsibilities

Assist training in all key areas of the Customer Relations department that may have training needs. Training will be delivered to new hires, temporary employees, and existing employees in Customer Relations.
Focus on building annual programs and preparing teaching plans for all employees.
Support with onboarding and training new hires and temporary employees for Customer Relations.
Communicate with team members, fellow trainers, technical writers, and the Training Manager to ensure all needs are met.
Anticipate and identify future training needs and create a curriculum, with the Customer Relations Supervisor’s guidance to facilitate training.
Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within Customer Relations.